Research/Remediation Mgr 2

Wells Fargo
Published
July 12, 2019
Location
Hillsboro, OR
Job Type

Description

Job Description

At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively.

Wells Fargo Virtual Channels (WFVC) is part of the Payments, Virtual Solutions and Innovation (PVSI) business division. WFVC serves consumer and small business customers through digital (online, mobile, and social) and contact centers (phone, e-mail, and correspondence). We provide customers with convenient ways to manage their accounts, enable digital payments, provide solutions that meet their financial needs, and more. WFVC serves over 27 million customers through our digital channels and support over 5.8 billion customer interactions annually through digital and contact centers.

WFVC is currently hiring a Research Remediation Manager 2 to oversee a team of Research Remediation Analysts within our Consumer Executive Office Flex group. This team flexes responsibilities to provide resolution for complaint calls and cases for the Consumer Executive Office, Case Management or Customer Care teams.

Your key responsibilities will include but are not limited to the following

  • Ensure team members meet service, operational and compliance requirements and metrics
  • Review team members customer complaint calls and provide feedback
  • Monitor case work and productivity to ensure timely resolution
  • Support and assist team members in resolving customer concerns/questions
  • Provide resolution for escalated, complex and high risk cases and complaints routed from various areas of the bank
  • Train, develop and mentor team members to achieve success
  • Develop a positive and engaged team that is effective in a dynamic work environment
  • Partner with all levels of leadership, team members and business partners to identify, recommend and implement best practices
  • Special projects as assigned

As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will

  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.

Required Qualifications

  • 3+ years of experience in one or a combination of the following in the financial services or credit card industry environments customer service, client relationship management, investor facing, disputes, claims resolution, or fraud resolution
  • 2+ years of supervisory experience

Desired Qualifications

  • Excellent verbal, written, and interpersonal communication skills
  • Experience maintaining employee performance improvement using constructive coaching
  • Ability to be proactive, innovative and creative in meeting customer and enterprise needs
  • Experience leading a support function in a professional environment
  • Experience resolving and working through escalated and complex customer issues
  • Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
  • Ability to interact with integrity and a high level of professionalism with all levels of team members and management
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Ability to achieve high production and quality standards
  • Ability to work effectively, as well as independently, in a team environment
  • Ability to articulate issues, risks, and proposed solutions to various levels of staff and management
  • Risk and regulatory compliance experience
  • Experience in e-commerce, online banking, and/or electronic messaging

Disclaimer

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Company Description

Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 8,050 locations, 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 38 countries and territories to support customers who conduct business in the global economy. With approximately 265,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 26 on Fortune’s 2018 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.

Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation. © 2016 Wells Fargo Bank, N.A. All rights reserved. Member FDIC.

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